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Zendesk announces next generation conversational messaging experiences

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Zendesk today announced it has acquired Zendesk Technologies Holdings ULC, the Montreal-based company.  Smooch Technologies is the company behind Smooch, a platform connecting businesses with customers to power more personalized and human conversations. This acquisition marks Zendesk’s next step in delivering the best omnichannel experiences by connecting conversations between businesses and customers on any messaging channel – from websites and mobile apps to the world’s leading messaging apps like WhatsApp and Facebook Messenger.

More than 75% of all smartphone users now use messaging apps such as WhatsApp. Smooch is one of the largest providers of WhatsApp Business integration, and through Zendesk’s early access program, companies can now reach WhatsApp’s 1.5 billion users to manage service interactions and engage with customers directly through Zendesk Chat. Smooch is a messaging solution pulling in all customer conversations across web, mobile, and social messaging into a cohesive interface no matter what the channel is. As an API and SDK-based development platform built on AWS, Smooch’s acquisition furthers Zendesk’s commitment to an open, flexible CRM that businesses can harness to build and offer differentiated customer experiences.

Zendesk announces next generation conversational messaging experiences

Zendesk and Smooch will drive the next wave of connected conversations on a variety of messaging channels, including WhatsApp, Facebook Messenger, LINE, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS text, RCS and through native web iOS and Android apps. In addition to product enhancements, Zendesk announced a Conversation Solutions Team, which will support businesses seeking to leverage Smooch’s conversation platform to craft personalized messaging experiences. This team can deliver customized messaging applications such as a global hotel brand that provides customers with a premium, omnichannel guest experience through the ability to message hotel staff on the property in real-time for any needs across a range of messaging platforms.

Furthermore, Zendesk today announced the general availability of Side Conversations for Slack. Side Conversations empowers teams to work seamlessly together with other departments or partners outside the company without leaving Zendesk. This is especially critical for sales and support who frequently work together to solve and prioritize customer issues. With Zendesk Sell and Support integration, service and sales teams can quickly partner to develop joint solutions with full customer context.

“We live in a messaging-centric world, and customers expect the convenience and interactivity of messaging to be part of their experiences,” said Mikkel Svane, Zendesk founder, CEO and chairman. “As long-time partners with Smooch, we know first hand how much they have advanced the conversational experience to bring together all forms of messaging and create a continuous conversation between customers and businesses.”

“With their launch of Sunshine last year, Zendesk took the bold and disruptive step required to compete for and win the future of CRM,” said Warren Levitan, co-founder and CEO of Smooch  “The decision to combine forces with Zendesk and help further their CRM strategy will allow us to supercharge our existing mission for building the best customer experiences.  We are thrilled to be joining the entire Zendesk team, so many of whom we have had the pleasure to work with over the past three-and-a-half years.”

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